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You searched Library Catalogue - Title: Study skills strategies / Uelaine A. Lengefeld
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Call Number (WOU)
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SP CEMBA 2013 2
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Author
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Tan, Seu Leng
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Title
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Factors affecting customer satisfaction and behavioral intention of pharmacies customers : case study in Kian Farmasi (Kel) Sdn Bhd / Tan Seu Leng
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Abstract
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This paper intends to study how significant the five factor (product, location, services quality, price and store ambience) affect customer satisfaction and behavioral intention of pharmacy customers in Kota Bharu. Five suggested hypotheses were tested to know the relationship between the five factors and customer satisfaction. One suggested hypotheses was to test the relationship between customer satisfaction and customer positive behavioral intention. The study revealed that significant relationships were existed between services quality, product, store ambience and price against customer satisfaction. Whereas, location does not has significant relationship with customer satisfaction. Besides, the findings denoted that customer satisfaction has a great impact on customer behavioral intention. The study ends with some strategic recommendations to improve the two most significant factors, services quality and product in order to improve customer satisfaction and increase the customer positive behavioral intention.
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Notes
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Final project report submitted in partial fulfilment of the requirements for the Degree of Master of Business Administration (CeMBA)
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Publisher/Year
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Penang : School of Business and Administration, Wawasan Open University, 2013
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Physical Description
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98 p.; 30 cm.
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Subject
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Wawasan Open University -- Dissertations
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Subject
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Pharmacies -- Organization & administration
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Subject
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Consumer satisfaction -- Evaluation
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Full Text
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View full-text here (Pages edited)
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